Jerry Osteryoung's tale of poor customer service at a local tuxedo shop highlights some important things you need to remember with your business: The most surprising thing was that the management was not concerned about how I was feeling. The manager only cared about the position of the company. … [Read more...]
Don’t hang up!
My saga has continued with Office Depot. Today I called customer service for the third time to find out what was going on with my filing cabinet. The representative today was rather clueless and put me on hold while she conversed with her supervisor. I was on hold for a few minutes and was then … [Read more...]
Word of Mouth has Power
A successful BMW dealer Ng Ah Tong teaches us a few things about happy customers: A salesman who has a satisfied customer will immediately get ten more new ones as the word of mouth is more effective than any type of advertising. However, if a customer is unhappy with your services and … [Read more...]
Do you have a contingency plan?
As I mentioned yesterday, I had to call Office Depot to report my filing cabinet was damaged on delivery. I explained my problem to the customer service representative and then was put on hold and waited for several minutes interrupted by the representative asking for forgiveness. She reports … [Read more...]
Don’t give your customer a bad product
I purchased a filing cabinet from Office Depot last week. They didn't have any in stock, so they promised to deliver it the next day. Sure enough, the big truck pulled up outside and they brought in my filing cabinet in a big box. The driver promptly made me sign a form saying I received the item … [Read more...]
Keep Your Store Clean
Wal-Mart versus Target I prefer shopping at Target for several reasons: Target is less crowded Target has cleaner aisles Target has shorter checkout lines These same reasons I shop at Target effect your customers. Let's extract the principles here: Create a Comfortable … [Read more...]
Current Customers Are Your Best Prospects
I received this little gem in my weekly newsletter from MarketingSherpa.com: Lesson #5. Current customers equal best customers Marketers seem to want to disprove this fact. They look at the people who aren't buying and think, "Look at all that potential!" But ... a company's best prospects … [Read more...]
Tailor Your Website to Window Shoppers
Recent research indicates that most online shoppers take their time in deciding what to buy. So what does this mean to your business? Help customers compare products Provide the information people are seeking to distinguish the subtle differences between your products and services. This can be … [Read more...]
Repeat Customers Drive Profitability
The Motley Fool takes a look at online retailer RedEnvelope and makes an important point about repeat customers: If too many previous customers don't become repeat buyers -- for reasons ranging from unchanging inventory to too-high price points -- the company will likely never reach significant … [Read more...]
Are you asking too many questions?
I always make my bank deposits via their ATM. This is so I can make them at anytime of day and at my convenience. Nevertheless, I never want to be waiting at the ATM as there are always news reports about robberies happening during that time. So my goal is to get in, and get out as quickly as … [Read more...]
Recent Comments